Working on a voice interaction

Last Updated : Jan 23, 2025 |

About this task

You can accept and start working on the voice interaction from the Avaya Workspaces user interface.

Procedure

  1. When a voice interaction is alerting, click the Accept Voice Interaction icon to accept the interaction.

    The Avaya Workspaces displays the Customer Details and Interaction Details widgets.

  2. Optional To complete the customer interaction, you can use any of the following options from the navigation pane:

    • the Customer Information icon: To view information about the customer.

    • the Customer Journey icon: To view the customer journey.

    • the Transfer icon: To transfer the interaction to a target user, a queue, or an external number.

    • the Pop-out icon: To access an external website configured for a Screenpop.

      Avaya Workspaces displays only those screenpops configured in Application Center Administration. Avaya Workspaces displays screenpops differently depending on the settings configured in Application Center Administration.

      If the account administrator enables the appropriate configuration in Application Center Administration after accepting the interaction, the Screenpop widget does one of the following:

      • Opens a new browser window with the configured external website.

      • Displays the Screenpop widget and then opens any external screenpops that are configured.

  3. Optional To enter DTMF key inputs for IVR or voicemail, click the DTMF icon.
  4. Optional To mute the audio input, click the Mute Microphone icon. To resume the audio input, click the Unmute Microphone icon.
  5. Optional To put the interaction on hold, click the Hold icon. To resume the interaction, click the Unhold icon.
  6. Optional To pause the recording of the interaction, click the Pause recording icon. To resume the recording, click the Resume recording icon.
  7. Optional Click the Three Dots icon.

    Avaya Workspaces displays the Disposition Codes and Interaction Details menus. The disposition codes are used to report the outcome of the interaction.

  8. Optional Click the Disposition Codes menu and click a disposition code.

    You can set a disposition code for every interaction while the interaction is active.

    Avaya Workspaces displays only those disposition codes configured in Application Center Administration.

  9. Click the End Interaction icon to end the call.
Related information
Voice
Making an external call
Agent RONA and Voice Interaction
Using the Customer Journey Widget
Using the Basic Screenpop Widget